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Competitive Benchmarking in Enterprise Cloud Contact Centers

2024 North American Cloud Contact Center Market: A New Era in Customer Engagement

With legacy systems reaching end-of-life, North American organizations are accelerating their shift to cloud-based contact center solutions. Frost & Sullivan’s latest insights reveal that 73% of North American and 75% of global organizations plan to migrate to cloud contact centers in the next two years.

What’s Driving This Transition?

  • Seamless Migration Paths: Providers offering flexible, hybrid migration paths, making it easier for businesses to transition without disruption.
  • AI-Driven CX and EX Enhancements: 61% of North American organizations rate AI-driven solutions as critical for boosting both customer and employee experiences.
  • Demand for Advanced Analytics: Enterprises are seeking enhanced analytics, customer journey management, and stronger integration with third-party apps.

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Which Strategic Imperatives Are Driving the Cloud Contact Center Transformation?

Achieving Feature Parity Across Cloud and On-Premises Solutions:
 
Ensuring that cloud contact center-as-a-service (CCaaS) solutions match the capabilities of traditional on-premises systems, providing businesses with seamless, scalable service deployment across regions.
Advancing AI-Driven Capabilities for Competitive Advantage:
 
Focusing on AI innovations such as intelligent virtual assistants (IVAs), workforce optimization (WFO), and real-time analytics to create a competitive edge and meet rising demand for automated customer engagement tools.
Facilitating Smooth Migration to Cloud and  Hybrid Models:
 
Offering flexible migration paths that allow enterprises to transition from on-premises systems to cloud and hybrid configurations, enabling access to enhanced features and minimizing disruption.

The Frost Radar™ is a sophisticated analytical tool that conducts a comprehensive 'Growth Audit' across industries, evaluating key companies based on essential growth and innovation criteria. Designed to empower businesses, it helps identify top-performing players in cloud contact centers, enabling you to drive innovation and accelerate your organization’s growth. Utilize this unique benchmarking tool to unlock your future growth potential in the evolving contact center landscape.

Frost & Sullivan has highlighted the leading 14 companies excelling in growth and innovation within the North American cloud contact center industry. Discover the top players shaping the future of cloud-based customer engagement solutions.

Companies on the Frost Radar™: NICE, Genesys, Five9, Cisco, 8x8, Dialpad, Talkdesk, Enghouse, Nextiva, Avaya, SharpenCX, Vonage, Sprinklr, and Content Guru.

Download the Frost Radar for a comprehensive analysis of these companies' profiles, including details on their competitive standing, best practices, innovative approaches, and growth strategies.

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A Growth Pipeline Dialog is a structured discussion with our growth experts providing unparalleled technology intelligence and proven implementation best practices. This discussion will spark innovative thinking and help generate a pipeline of growth opportunities you can leverage to maximize your company’s future growth potential.

Upon completing the dialog session, you will receive a $1,000 honorarium as a token of our appreciation, which can be used towards the purchase of our products or services.

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